make sure your (support) engineers reachable by email or otherwise via Stack Overflow
Most of the time, after having posted a question on Stack Overflow regarding one of the products devs can develop for, your (support) engineers provide an answer. Sometimes a conversation arises after which, at some point, engineers stop responding.
Currently there is no good way (well, except for a public bug tracker which you don't seem to have for no / unknown reasons) to draw the attention of your (support) engineers back to said conversation in a user friendly way.
Make it so, that there will be.